摘要
人与人之间的关系在创造一个和谐的工作氛围时,是及其重要的。在管理层内,
这种关系也创造了积极的成果并且提出了实现组织目标的建议。但是在追求个体的
目标过程中,人们产生的冲突可能会导致组织价值的恶化。
本研宄旨在探讨中国企业的冲突本质,冲突过程和冲突管理理论与技术,并
调查最适用的冲突管理计划。这将对个人或团队的绩效产生积极影响。由于中国人
的独特个性,我们决定探讨冲突管理实践是如何在中国企业进行的。为了方便我
们的调查,需要满足三个目标。首先确定在工作场所出现冲突的原因。其次是描
述管理层处理和控制冲突所采取的与相关理论有关的行动。最后是说明组织内冲突
的共同影响。文章的理论章节对冲突来源、冲突类型、工作场所冲突以及解决冲突
技能和技巧进行了概述。本研宄表明,中国员工对冲突解决过程非常熟悉并且大多
数人掌握了不同的解决冲突的技术
关键词:冲突管理,工作场所冲突,冲突类型,解决冲突技巧
I硕士学位论文
MASTER’S THESIS
Abstract
The relationships between people are important in creating a harmonious ambience
in the workplace. Within the management, the relationship also creates the positive
outcome and promotes suggestion in achieving the organizational goals. But when each
person is pursuing his own goals, it is very possible that conflicts may arise in workplace
and this can break down the value founded in the organization.
This research aims to explore the conflict nature, the conflict process and conflict
management theories and techniques in Chinese companies; and to investigate the
conflict management scheme that is the most applicable and that creates a positive effect
in the performance of an individual or for the team. Because of the unique personality of
Chinese people we decided to explore how conflict management practices work in
Chinese companies. So as to facilitate our study, we have three objectives that need to be
satisfied. The first is identifying the reasons why the conflicts appear in the workplace.
The second is describing the actions taken to handle and control conflicts in connection
with related theories. The third is to present the common effects of conflicts within the
organization. The theoretical chapters give an overview of sources, types of conflict and
workplace conflict, and conflict resolution skills and techniques. Findings of this research
conclude that Chinese workers are very familiar with conflict resolution process, and the
majority of them apply different conflict resolution techniques.
Key words: conflict management, workplace conflict, types of conflict, conflict
resolution techniques
II颂士学位论文
fj MASTER’S THESIS
Content
觀i
AbstractII
1.Introduction1
1.1Background
1
1.2Purpose of the study
2
1.3Structure of the thesis
2
2.Literature review
3
2.1Conflict3
2.2.1.Conflict definition
3
2.2.2.The views on conflict
5
2.2.3.Types of Conflict
9
2.2.4.Orientations of conflict: Constructive or Destructive
11
2.2.5.The conflict process
12
2.3The nature of conflict
16
2.3.1.Structural Factors
16
2.3.2.Personal Factors
18
2.3.3munication
19
2.4Workplace conflict
21
2.4.1.History of conflict and workplace

21
2.4.2.The post bureaucratic paradigm
22
2.4.3.Sources of workplace conflict
22
2.4.4.Resources conflict
22
2.4.5.Identity conflicts
23
2.4.6.Socio-cognitive conflicts
24
2.4.7.Workers dignity
24
3.Conflict resolution skills
26
3.1.Healthy and Unhealthy response to conflict
26
3.2.Emotional intelligence skills
29
3.3.Conflict Management techniques
31
3.3.1.Stimulating Conflict
31
3.3.2.Managing dysfunctional conflict
32
3.3.3.Managing dysfunctional conflict. Third-party intervention techniques35
3.3.4.Managing dysfunctional conflict - negotiation techniques
36硕士学位论文
MASTER
&39;
S THESIS
3.3.5. Mistakes to avoid on conflictresolution
37
4.Methodology39
4.1.Research Justification and purpose
39
4.2Research design and setting
40
4.3Sampling procedures
41
4.4Participants
42
4.5Research instruments and measurement
44
4.6Data collection
45
4.7Data analysis
45
5.Analysis of the results
46
5.1.Presentation of theresults
46
5.2 Discussion and Recommendations
50
6.Conclusion
References:55
Appendix : Questionnaire
61硕士学位论文
vX^gwJJ MASTER’S THESIS
1. Introduction
MARCEL PROUST, the French novelist, observed that uThe real voyage of
discovery consists not in seeking new lands, but in seeing with new eyes.
l.lBackground
Conflicts existed exists and will always exist between family members, husband and
wife, father and mother, with their kids, between neighbours, classmates, teachers and
students, sports teams, work teams, governmental or private organizations. Conflicts
exist everywhere. The Conflict-free society or organization has never existed and never
will exist. In workplaces antagonisms, tensions, aggressions, stereotypes, negative
attitudes, competition and frustration will always be integral part of origin where men
and women from different culture, religion, status, lifestyle, and personality live and
work together (Fleetwood & Karen, 1987). Conflict is an inseparable part of peopled life.
Some people are still thinking that conflict is a negative situation that must be avoided at
any cost. But the existence of conflicts in an organization is not necessarily bad if it is
properly managed, it can be an opportunity that leads to individuals and organizational
growth. However, approaching conflict as an opportunity to improve organizational
policies and operations rather than a remedy to the eradicated or ignored people can
result in increased productivity (Batool & Riaz, 2013). Practically a potential conflict in
an organization could be in every decision can be made by the manager. One of the most
important aspects of the manager’s position is to efficiently and effectively dealing with
possible conflicts. Since that conflict is apparently unavoidable, it is obviously necessary
for managers to be able to identify the conflict sources, to view its orientation:
constructive and destructive potential, to learn how to deal with conflict, and how to
manage it by implementing conflict resolution strategies in a practical way (Fleetwood,
1987).
This research study is focused on the conflict management practice in China; and to
identify the gaps in the organizational conflict resolution approach which can help
managers and employees to work on the improvements which is going to increase the
organizational growth and productivity and the performance of the whole company.
l硕士学位论文
MASTER’S THESIS
1.2Purpose of the study
The purpose of study is to analyse the practices of